Ombudsperson & Complaint Resolution

Ombudsperson

The Ombudsperson helps you resolve issues with your child support case, explains your rights and responsibilities, and explains ways you can get child support services.

Responsibilities of the Ombudsperson:

To help you with child support issues.

To assist you in understanding the complaint resolution process before, during, and after the complaint is filed.

To assist you in preparing for a State hearing.

You can file a complaint if you are not satisfied with the assistance you are receiving from the county Department of Child Support Services in resolving your child support issues.

If you need to contact the Shasta County Department of Child Support Services Ombudsperson, you may contact us or call (530) 229-8144.

Complaint Resolution

Custodial parties or noncustodial parents can file a complaint with the Department of Child Support Services either orally or in writing.

You should give the county your contact information, the case name and number, and the issue you want resolved.

Your complaint may be about any Department of Child Support Services or Franchise Tax Board action or inaction; except for complaints about court orders, custody, or visitation.

You must make the complaint within 90 days of when you knew about the problem.

The Department of Child Support Services will have someone, other than the caseworker involved with your complaint, investigate and try to resolve your complaint.

If the complaint is out of the county’s area, it will be sent to the right county within five days.

The Department of Child Support Services must give you a written response to your complaint within 30 days of when they received your complaint.

The investigator will tell the Department of Child Support Services or Franchise Tax Board what they must do to resolve the issue.

If you are not satisfied with the county’s response, the Department of Child Support Services will send a written notice to you with information on your rights to a State Hearing.

State Hearings

The State Hearing is a process where you can have your child support case reviewed by a judge. The Ombudsperson can help you prepare for the State Hearing.

The following types of complaints can be heard at a State Hearing:

Your application for child support services has been denied or has not been acted upon within the required timeframe.

Your case has been acted upon and you believe the county acted illegally.

Child support payments were not given to you or you received the wrong amount or you don’t agree with the past-due amount.

The child support agency closed your child support case.

You must request a State Hearing within 90 days after you receive the county’s response to your complaint, or within 90 days after you filed your complaint and the county did not respond to you.

After the request for hearing is received by the State Hearing Office, the State Hearing will be held in your county within 30 days.

To help you prepare for a State Hearing the Department of Child Support Services Ombudsperson can help you prepare needed documents. The following information will be helpful as you prepare for your case:

A statement of the facts for your case.

Copies of any information and papers, such as statement and notices that support your case.

A list of witnesses and people who will speak on your behalf at the hearing, if any.

If needed, translation services and reasonable disability assistance are available to you free of charge.

Some issues cannot be heard at a State Hearing:

Court-ordered amounts of child support

Question regarding paternity

Child custody or visitation

Spousal support

Contempt matters

Civil rights issues

To request a State Hearing you must complete the local complaint resolution process before you can request a State Hearing. If, after the county process has been completed and you do not feel satisfied with the response you were given, you may contact: